Every support question lands in the same inbox, and the clock starts the moment it does.
Requests come in by email, form and chat, get triaged by hand, and wait for whoever picks them up. Octawerks routes and acknowledges them automatically and keeps customers updated, so response times stop depending on who is at their desk.
The shared inbox that everyone owns and no one owns.
A customer emails with a problem. It sits in a shared inbox with forty others. Someone reads it, is not sure whose job it is, and leaves it. An hour later the customer emails again, less patient.
The requests that do get picked up have no acknowledgement, no reference, and no status, so the customer keeps chasing and the team keeps re-reading the same thread to work out where it got to.
This is not a caring problem. It is a process problem. Your team wants to help. Without routing, acknowledgement and status built in, they spend their time triaging and reassuring instead of solving.
Five things that keep support on time.
We connect the channels your customers already use to reach you, and put structure around what happens next.
Email, web form and chat requests land in a single queue with a reference, so nothing lives loose in an inbox.
Requests are sorted by type and urgency and assigned automatically, so no one has to stand at the inbox deciding whose job it is.
Every customer gets an immediate reply with a reference and what to expect next, which stops the second and third chasing emails.
Progress and resolution updates go out automatically, so people are not left wondering whether anyone is on it.
Anything approaching or breaching the response time you set is flagged to the team before the customer notices.
First workflow live in two weeks. No big projects.
We do not try to fix everything at once. We start with the step costing you the most, prove it works, then build from there.
The audit
Tell us how this works in your business today, end to end. We ask the right questions. No pitch, no obligation. You leave with a clear view of where the hours and the money are going.
We map your tools
We identify the one thing to fix first and show you exactly what we will build, on the systems you already run. You get a written plan. No obligation to proceed.
We build it, and it runs itself
We connect your existing tools and remove the manual steps. Most first workflows are live within two weeks, with measurable results inside the first month.
Built for teams handling support out of a shared inbox.
Customer questions come in through email, a form, maybe a chat widget, and land in a mailbox a few people share. There is no routing, no acknowledgement, and no easy way to see what is outstanding.
You already have email, and maybe a helpdesk you never fully set up. It can do far more than it is doing. We add the routing, the acknowledgement and the status, and leave the actual answers to your team.
Every unacknowledged request is a customer deciding you are slow. Every re-read thread is time not spent solving. These are process problems, and process problems have process solutions.
See our services →What owners ask us first.
Will this replace my support staff?
No. It removes the triage and the status-chasing so your team spends its time on the answers. The judgement and the customer relationship stay with people.
Will customers get impersonal auto-replies?
The first acknowledgement sets expectations and gives a reference. The real reply comes from a person. The automation handles the plumbing, not the conversation.
Do I need a helpdesk product?
No. We can work from email, or connect to a helpdesk if you have one. We are not going to force a platform on you.
What does it cost to start?
Start with the audit. You get a written report ranking your biggest leaks, and it comes off the build if you go ahead.
Do you only work with businesses in one country?
No. We work remotely with businesses wherever they are. The process is the same.
Every unacknowledged request is a customer deciding you are slow.
Book the audit. We look at how support requests arrive, get routed and get answered today, and hand you a written report ranking your biggest gaps. Yours to keep either way, and it comes off the build if you go ahead.
$1,250 USD founding rate, first 10 clients in New Zealand and Singapore. Normally $2,500 USD. All prices in USD. Credited against the build if you go ahead, and if we do not find leaks worth 3x the fee, you do not pay.
Start with the audit →